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What should I do if I have a grievance?

1. What is your typical grievance redressal mechanism?


The grievance redressal mechanism to redress your concern or grievance is typically as follows: (a) upon receiving your concern or grievance, we endeavour to acknowledge it within twenty-four hours of receipt; (b) we then evaluate your request and let you know if we require any further information; (c) upon receipt of such requested information, we investigate the matter and try to identify an appropriate redressal to the extent we could; (d) thereafter, we endeavour to redress your grievance as soon as practically feasible (typically within a period of fifteen days unless it pertains to explicit content in which case we endeavour to resolve it much sooner) and inform you about such resolution.


2. Intermediary Guidelines


a) How can I contact the Resident Grievance Officer at Truecaller?

If you have any concern or grievance in relation to Truecaller’s services, you may please contact our Resident Grievance Officer (see contact details below) appointed pursuant to Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 5 (9) of the Information Technology (Reasonable security practices and procedures and sensitive personal data or information) Rules, 2011 along with a detailed description of your grievance to enable us to resolve the matter. We will thereafter endeavour to expeditiously redress your concern, grievance, or complaint.

Name of Resident Grievance Officer: Udbhava S

Address: Truecaller International LLP, 1st Floor, Platina Tower, M.G Road, Near Sikandarpur Metro Station, Sector 28, Gurugram - 122001, India

Email address: rgo.india@truecaller.com

b) How can I contact the Chief Compliance Officer at Truecaller?

If you are not satisfied with the resolution of your concern or grievance or complaint made to the Resident Grievance Officer, you may please contact our Chief Compliance officer (see contact details below) appointed pursuant to Rule 4(1)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, along with a detailed description of your grievance to enable us to resolve the matter.

Name of Chief Compliance officer: Anoop Sankar

Address: Truecaller International LLP, 1st Floor, Platina Tower, M.G Road, Near Sikandarpur Metro Station, Sector 28, Gurugram - 122001, India

Email address: cco.india@truecaller.com

c) How do I contact the Nodal Contact Person at Truecaller?

If you are a law enforcement agency, you may please contact our Nodal Contact Person appointed pursuant to Rule 4(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, along with a formal legal request issued in accordance with applicable laws and providing relevant and complete details to enable us to resolve the matter. We will thereafter endeavour to expeditiously resolve the matter. 

Name of Nodal Contact Person: Apurva A

Address: Truecaller International LLP, 1st Floor, Platina Tower, M.G Road, Near Sikandarpur Metro station, Sector 28, Gurugram - 122001, India

Email address: ler.india@truecaller.com


S
Saumya is the author of this solution article.

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